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Deskside & Technology Support Analyst

R-052103
  1. Hong Kong
  1. Corporate

Deskside & Technology Support Analyst

Responsibilities: 

  • General troubleshooting and support of the Atkins desktop computing environment based on incidents service requests logged via the Global Service Desk and My IT system;
  • Management of  2nd line incidents and service requests assigned via queue system
  • Manage all assigned incidents/requests according to defined SLAs (within specific regions) - ensure 100% adherence to Request & Incident Best Practice guidelines
  • Deploy and setup desktop computers and peripherals, record and track assets during deployment according to Group Is standards and workflow procedures
  • PC maintenance – installation of Graphics cards and memory
  • Maintain regional service excellence by providing customers with continual and regular updates throughout the management of their incidents and requests;
  • Support and troubleshooting of meeting room equipment such as Polycom Video Conferencing and Trio telephones
  • Work with global team colleagues to help analyse, resolve and see through issues
  • Support the set-up of new offices, sites or projects across the local region
  • Report to the Desk Side and Technology Support Manager, and assist in achieving local and regional objectives and projects
  • Manage IT assets through their lifecycle of procurement, deployment and retirement
  • Maintenance of local equipment rooms
  • Help to develop, review and improve processes to maximize efficiencies within the team
  • Exhibit a flexible approach to working on a Rota basis and provide cover when necessary
  • Ability to deliver training to when required to local teams or departments
  • Provide daily or weekly reports and updates on current issues 

Requirements: 

  • At least 3 years’ working IT experience of an ITIL Service Management environment
  • High level of proficiency and knowledge of working in a Corporate IT environment
  • Experience of working to (and exceeding) Service Level Agreements
  • Broad technical understanding of Microsoft Windows 7 & 10, MS Office and MS Cloud solutions (One Drive, Intune) / Office 365
  • Ability to learn, understand, and apply new technologies.
  • Business focused approach and good customer service skills
  • Experience of data analysis and good numeracy, analytical & reporting skills
  • Strong sense of responsibilities and self-discipline
  • Able to communicate well with colleagues in other departments of the company
  • Able to work well in a team and self-proficient
  • Good command of spoken and written English and Chinese 

Desirable: 

  • Customer Service Experience
  • ITIL V3 Foundation Qualification
  • Certification from Microsoft
  • Working knowledge of supporting IT infrastructure
  • Working knowledge of Service Now or a similar Service Management System
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